Manager of Technology Support Job Listing at OSU-Oklahoma City in Oklahoma City, OK (Job ID 18001)

Description

Job Summary:
The Manager of Technology Support is responsible for overseeing the operations of the Technology Support Center.  Provides leadership for the effective tracking, planning, and resolution of user needs through active management and escalation processes. Develops and implements end user technology training for university employees and students.  Provides leadership in the development and implementation of strategic initiatives and process for university stakeholders.  Proactively manages university technology resources, identifies and resolves impediments influencing operations, creates and sustains relationships with internal and external partners, and ensures that the employees of the Technology Support Center possess necessary knowledge and skills to provide excellent customer service.
Oversees the technology support knowledge and ticket system workflow, ensuring that technical issues and requests are documented, routed and solved within 24 hours or escalated to ensure timely resolution.  In cooperation with department leadership and co-workers and staff, assists with planning and support to the overall research, design, and installation of instructional technologies.

Essential Job Functions:

1. Works closely with university departments and personnel to determine, assist and provide timely and accurate system resolutions.
   
2. Establishes active project management, implementation and resolution schedules and improving methods for providing excellence in technology support services.
   
3. Manages help desk tools to effectively provide workflow and knowledgebase.
   
4. Identifies resource needs by performing necessary research to develop enhancement and expansion strategies; reviews need with appropriate management; allocates resources accordingly.
   
5. Compiles and reports statistics, conducts daily meetings and maintains records/logs on assistance requests, outages, projects, and trends to ensure continuous improvement.
   
6. Manages escalations to achieve effective resolution.
   
7. Provides daily oversight, training, scheduling, evaluation and motivation of Technology Support Center staff.
   
8. Manages projects and tasks on budget and on schedule, coordinating multiple projects and initiatives on time and on budget.
   
9. Remains informed on technologies and methods and develops relationships with faculty, staff and students to ensure campus resources are utilized effectively through professional development and training opportunities.
   
10. Proactively seeks and attends professional development opportunities offered both within and outside the university.
    
11. Develops and maintains appropriate internship opportunities for OSU-OKC students.
    
12. Develops and maintains positive working relationships with the OSU-System personnel, community partners, and other OSU A&M universities.
    
13. Provides oversight for the OSU-OKC Helpdesk ticketing system.
    
14. Completes all mandatory training and participates in a minimum of two professional developments each year.
    
15.  Performs other duties as assigned.

The duties listed in this job description are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Resume and cover letter are required for full consideration. Official transcripts will be required upon hire. Copies of all current Certifications will be required upon hire

Minimum Qualifications:

Education:
Associates degree in management information systems, computer science or closely related field.  Relevant work experience or applicable certificates may substitute for formal education.

Work Experience:

• 3-5 years of experience in supervising technology support or help desk operations.
  
• 3-5 years of experience as a manager/supervisor of small to medium sized enterprise technology support teams.
  
• 2 years of experience with instructional technology equipment and complex learning environments.

Knowledge, Skills, and Abilities:

• Knowledgeable on current desktop, network, telephonic, infrastructure systems, desktop operating systems, productivity applications and instructional technologies.
  
• Review, develop, test and improve customer service measures, training and outcomes.
  
• Experienced in project management, conducting daily and weekly planning and operational meetings to ensure customer service metrics.
  
• Ability to handle multiple tasks and prioritize effectively with high degree of accuracy and attention to detail.
  
• Ability to communicate diplomatically, clearly and effectively, both verbally and in writing to exchange information, give/receive instructions and respond to inquiries appropriately.
  
• Strong interpersonal skills and sensitivity to a multicultural environment in an effort to work and communicate effectively with all students, faculty, staff and community partners.
  
• High degree of initiative to work independently and also collaborate in a team environment.
  
• Demonstrated knowledge of office technologies including but not limited to: office computers, fax machines, scanners, internet, Microsoft Office (Word, Excel, Access, PowerPoint, Outlook).
  
• Ability to develop current and long term plans to manage multiple competing projects and priorities.
  
• Experience in directing and managing teams and stakeholders to ensure success of multiple competing projects/tasks.
  
• Knowledgeable in budgeting, purchasing, inventory control.
  
• Passion for assisting customers and representing the OSU-OKC and OSU brand with positivity and professionalism.
  
• Demonstrated history of ethical and professional behavior.

Preferred Qualifications:

• 3 years of experience as a help desk team lead or supervisor.
  
• Bachelor's degree in management information systems, computer science, business, or closely related field.
  
• Previous experience in a university/higher education environment.
  
• Excellent communication skills with proven customer service experience.
  
• Microsoft or related technology certifications.

Working Conditions:

• Must be able to work flexible hours to include some nights and weekends.
  
• Work will be performed in an office environment with a significant amount of public contact, in person, by telephone, via email, and various communication platforms.

Physical Requirements:

• Duties require extended periods of sitting, talking and listening.
  
• Duties require extensive use of computers, telephone and other office equipment.
  
• Requires possible lifting of up to 25 lbs. (If an object weights more than 45 lbs., OSU-Oklahoma City requires this to be a two-person lift).
  
• Requires proper handling of computers, components and technology equipment, use of both hands in repetitive actions, simple grasping, and fine manipulation.

The work environment and physical demands described here are representative of those required by an employee to perform the essential functions of this job with or without reasonable accommodations.